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- Build It or Buy It? Deciding How to Automate Your Help Desk, a Help Desk Institute White Paper
- This white paper provides insight into automating your small business help desk. It explores the advantages and disadvantages of purchasing help desk software, compared with using internal resources to develop the software in-house. This decision is an important one for small businesses. Read this white paper, compliments...
- Tags: BMC Software Inc., Help Desk Institute, Small Business, Remedy Corp., Help Desk Software, Help Desk, Call Centers, It Operations
- White papers
- gedas USA Case Study: HDI Certified Support Center
- gedas' unique brand of full-service solutions and its strong business process expertise have allowed the company to assume a leading position in the automotive and manufacturing industries and in the field of logistics processes. As gedas USA makes strides toward securing new external customer accounts, becoming HDI certified became increasingly...
- Tags: Business Process, Help Desk Institute, Logistics, Supply Chain, Operational Planning, Project Management, Tools & Techniques, Strategy, Business Operations, It Operations, It service Management, Management
- Case studies
- Not all IT managers manage technology
- A manager of desktop services wants to leverage his management experience to manage other IT areas. Find out what other IT job titles would be a good fit for this manager, and learn how to side-step title-myopic HR departments.QuestionI’m a former director of desktop services from a larger organization. Simply...
- Tags: Call centers, Recruitment & Selection, Strategy, Molly Joss, knowledge management, information technology, help desk, job, hiring, Human Resources
- Technical articles 2002-12-19
Additional Resources
- Holmesglen Institute Saves 20 Hours Per Week on Data Entry With Unicenter ServicePlus Service Desk
- A specialist in the area of Vocational Education and Training VET, the Holmesglen Institute of TAFE Technical And Further Education is the largest of its kind in Victoria, Australia. In 2002, the Institute opened a new campus, increasing its already large computer network by 30 percent. This resulted in an...
- Tags: Service Desk, CA Unicenter, Data Entry, Computer Associates International Inc., Help Desk, Call Centers, It Operations
- Case studies
- UHI Millennium Institute - Reaching Out to the Highlands and Islands
- UHI Millennium Institute UHI is a higher education institution providing university-level courses and research opportunities throughout the Highlands and Islands of Scotland and beyond. The decision was made to use Touchpaper's suite of IT service management products to support the move to a centralised help desk facility. The installation went...
- Tags: Help Desk, Call Centers, It Operations
- Case studies
- Outsourcing Help Desk Services: A Reality Checklist - Finding the Right Balance Between Cost, Capacity and Resources
- Help desk services are a critical component in most IT infrastructure outsourcing deals. Balancing the customer's desired service levels while managing costs has been challenging for outsourcers. OAOT offers outsourcing clients a unique solution to this challenge. The OAOT help desk support and delivery model is based on IT Infrastructure...
- Tags: OAO Technology Solutions Inc., OAOT Best Practice, ITIL, Outsourcing, Help Desk, Process Improvement, It Services, It Operations, Business Operations, Outsourcing & Subcontracting, Quality
- White papers 2004-11-01
- Building an On-Line Community for the World's Leading Body for IT Training Professionals
- When the Institute of IT Training wanted to redevelop its Web site, a one-way flow of information wasn't good enough. What the Institute wanted was a three-way flow: from the Institute to members; from members to the Institute; from members to members. The Institute wanted a Web site solution which...
- Tags: Web, Information Technology, Web Site, Member, Web Site Development, Channel Management, Web Technology, Marketing Research, Internet, Marketing
- Case studies
- Software Testing Institute
- did anybody knows about some good software testing institute in noida/delhi/gurgaon. Please drop me a mail at komilla24@gmail.com.komilaHI...... Software Testing InstituteHI This is ashu, I Know A Company Call "Keen india" Some Thing In Dont Know Properly But Its Avery good Company ...I Dont The Adress If Find...
- Tags: Software Testing Institute, komilla24@..., career
- Q&A 2006-09-08
- DOWNLOAD: Required reading for help desk managers
- The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT veteran with 10 years management experience, this list provides a real-world review of 14 titles covering a range of IT management topics, including: ITIL, staffing,...
- Tags: Call centers, Process improvement, help desk, help desk manager
- Discussion threads 2005-06-17
- Customer Satisfaction Survey
- I am trying to put together an online CS survey.Has anyone used a canned system? If so which ones and how did you like it?What are some things that I should make sure to ask when I put it together?ChrisSystemsIf you have a Windows 2003 server, you probably have a...
- Tags: customer satisfaction, Customer Satisfaction Survey, dacook@..., it management, survey
- Discussion threads 2005-05-02
- Building a Winning Service Desk
- The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional IT Services. This paper gives a roadmap and key considerations for setting up an efficient...
- Tags: Service Desk, It Services
- White papers 2005-08-24
- Case Study: East Antrim Institute
- East Antrim Institute of Further and Higher Education, with three locations in Antrim County, Northern Ireland, provides vocational, pre-university, and lifelong learning for more than 1,300 full-time and 12,000 part-time students. The institute needed an easy-to-implement, centralized storage solution that would enable students and faculty to easily locate work for...
- Tags: Storage, Network-Attached Storage (NAS), Hardware
- Case studies
- Good Institute for training in software testing
- I am looking for a good software testing institute in delhi. Gurgoan and Noida would be Okay. Currently working as manual - software test engineer. Please suggest me a good Institute, so that i can update my self with automated testing tools.
- Tags: software, software test engineer, software testing, training, uma_das_dey@...
- Discussion threads 2006-11-05
- How Does Your IT Help Desk Measure Up?
- Today's IT help desks must respond to their companies' ever-growing service needs - without increasing their already strained staff and budgets. How efficient do you think your IT help desk really is? If you think your IT help desk could do better, it's time for an IT...
- Tags: Information Technology, Strategy, Management
- White papers 2006-08-14
- testing institute
- did anybody knows about some good software testing institute in noida/delhi/gurgaon. Please drop me a mail at saarika_malik@yahoo.co.in asap.
- Tags: saarika_malik@...
- Discussion threads 2007-07-27
- HP Helps NIE Staff Stay Connected and Informed
- As part of the Nanyang Technological University NTU, NIE is the sole teacher-training institute in Singapore. A world-class institute of higher learning renowned for its excellence in teacher education and educational research, NIE's vision of the future is to be an institute of distinction. Providing information to thousands of teachers,...
- Tags: Hewlett-Packard Co., Connected Corp., Portals, Web Technology, Strategy, Internet, Management
- Case studies
- Meet help desk challenges with our IT Help Desk Survival Guide, Second Edition
- PMCreating A Help Desk
- Tags: IT Help Desk Survival Guide, Meet help desk, Second Edition, help desk managment, ronbhs@..., it management, help desk, information technology
- Discussion threads 2006-08-12
- German Research Institute Improves System Performance With Faster IT System
- The IT infrastructure at the Max Planck Institute of Molecular Plant Physiology was ageing and expensive to maintain. Servers had redundant capacity and the storage system was inefficient. To simplify its IT management and reduce costs the institute wanted to deploy a virtualized environment and a new storage solution. The...
- Tags: Dell Computer Corp., Performance, Information Technology, Storage, Servers, Hardware
- Case studies 2007-12-03
- SOTWARE TESTING INSTITUTE IN PUNE
- Hi All,I have found out the new training institute in Pune offering a speclailised course in CAD Testing. The pre-requisites are Mechanical background Degree or Diploma holders are eligible for this course. The training program runs for a duration of 1 month. The institute provides guaranteed placements to the successful...
- Tags: Workforce management, jayant1966@..., training, Pune
- Discussion threads 2007-06-03
- CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
- With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved. Worldwide, 75 CA call center technicians take more than 4,000 calls per week. The result...
- Tags: Service Desk, CA Unicenter, Computer Associates International Inc., Help Desk, Call Centers, It Operations
- Case studies
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